AccountId: 011433970860
ContactId: b0784296-06db-4c5d-91f5-ee5404d5a10a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252639 ms
Total Talk Time (AGENT): 67438 ms
Total Talk Time (CUSTOMER): 77869 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b0784296-06db-4c5d-91f5-ee5404d5a10a_20250605T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling.
[CUSTOMER][NEUTRAL] Last
[CUSTOMER][NEGATIVE] Uh yes, I'm having a hard time logging in and I, I called in earlier they verified everything, but it's still telling me my email is not correct, and I've had the same email address for 24 years.
[AGENT][NEUTRAL] OK. And ma'am, what's your name and the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and I have no idea what my number is.
[AGENT][NEUTRAL] OK, one moment. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let see.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, thank you and you're saying it's giving you an error message when you're trying to recreate an account?
[CUSTOMER][NEGATIVE] Yes, it's telling me my email address isn't right, so I don't know. Can you tell me how you have it spelled in your system just to check it.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] It's usually [PII] that's not.
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I've clicked on change email. I've typed it in 3 different times and it's still telling me [PII] address is wrong.
[AGENT][NEUTRAL] Let's see one moment.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] It looks like it's showing as pending. Did it let you go to another, uh, did it go to where you will get a verification code emailed to you or no?
[CUSTOMER][NEUTRAL] Yes, and I put in the code and that's where it says [PII] verified email address.
[AGENT][NEUTRAL] Uh yes ma'am, you need to put in that verification code then add your um new password and it should go through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a second, let's do this while I have you on the phone because I've been on hold forever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me the verification code. Hold on here.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Verify code
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Verify code.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] I don't know why, but now all of a sudden it goes through, so I appreciate your help.
[AGENT][POSITIVE] Maybe just need to speak to one of us, I don't know. Well, I'm glad it's worked for you, Ms. [PII].
[CUSTOMER][POSITIVE] Exactly. Oh my goodness.
[AGENT][NEUTRAL] Yes, ma'am. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye you too.
[AGENT][NEUTRAL] Bye.